Customer Satisfaction Survey

Customer Satisfaction Survey Results 2024

As part of Council’s commitment to ongoing community engagement, an independent Community Satisfaction Survey was conducted by Micromex Research in July - August 2024. This survey builds on previous studies conducted over the past 13 years with the most recent ones being in 2017, 2020, and 2022 and provides insights into community perceptions of Council’s performance, priorities, and areas for improvement.

Key findings from the 601-resident survey indicate that 75% of residents are at least somewhat satisfied with Council’s performance over the past 12 months. This result provides a solid foundation of trust and approval upon which future improvements can be built.

For a comprehensive understanding of the survey results, the full Community Satisfaction Survey report is provided. The report provides detailed insights into all demographics, key areas of interest, and trends across the Port Macquarie Hastings region and a regional comparison.

This year Council engaged Micromex Research to measure the community’s satisfaction of Council’s performance. Council undertakes this survey every 2 to 3 years to understand and identify community priorities for the local government area (LGA). This aligns with our objectives to engage with the community to help inform our service delivery.

Customer Satisfaction Survey Outcomes and Methodology

The Customer Satisfaction Survey(PDF, 6MB) seeks to: 

  • Understand and identify community priorities. 
  • Identify the community’s overall level of satisfaction with Council performance. 
  • Identify the community level of support for priority areas and desired level of investment for Council services. 
  • Determine residents’ perceived quality of life living in the Port Macquarie Hastings region.

Customer Satisfaction Survey Methodology: 

  • Telephone survey with 601 residents (landline: 223, mobile: 378). 
  • Survey period: 15-25 July 2024. 
  • Margin of error: ±4.0% at a 95% confidence level. 
  • Weighted sample to reflect ABS 2021 Census demographics.

Customer Satisfaction Survey Action Plan 2025

Customer Satisfaction Survey Action Plan 2025 

At the February 2025 Ordinary Council Meeting (Item 11.07), Council resolved to receive the results of the 2025-2026 Customer Satisfaction Survey and requested a targeted action plan be developed to address the identified opportunities for improvement.

That Council:

  1. Note the results of Council’s 2024 Community Satisfaction Survey
  2. Request the Chief Executive Officer to develop an Action Plan for Council’s response to these Community Satisfaction Survey results, including intended communications and how survey outcomes will be considered in future planning and resource allocation, to be presented to the April 2025 Ordinary meeting of Council.

The Customer Satisfaction Survey Action Plan(PDF, 12MB) responds directly to the Council resolution from February 2025, outlining practical and measurable steps to improve service delivery, community engagement, communication, and responsiveness. While the overall satisfaction score saw a marginal decline, the survey results provided valuable insights into community expectations, with particular focus on roads and infrastructure, transparency, and customer service responsiveness.

The Action Plan has been developed collaboratively across relevant teams and provides a whole-of-Council response to the feedback received. It includes specific actions, owners, timelines, and performance measures to guide implementation and monitor impact.

Discussion The Customer Satisfaction Survey revealed several key findings: 

  • Community Priorities: High importance placed on roads, parks, and environmental sustainability. 
  • Service Performance: Mixed satisfaction levels, particularly regarding response times and consistency. 
  • Engagement and Communication: Clear community desire for more proactive updates, transparency, and opportunities to engage.

Focus of the Customer Satisfaction Survey Action Plan 2025

In response, the Action Plan focuses on four priority areas:

1. Enhancing Customer Responsiveness 

  • Improve CRM resolution processes and response time consistency. 
  • Define and communicate service level expectations.

2. Improving Communication and Engagement 

  • Finalise and implement a new Community Engagement Plan. 
  • Launch new digital communication channels (e.g., YouTube updates). 
  • Develop an Education Framework to support greater understanding of Council’s role.

3. Service Delivery and Infrastructure Maintenance ·

  • Share Council’s 10-year works program to improve transparency. 
  • Launch a reporting app campaign to increase community use and feedback.

4. Building Community Trust and Satisfaction 

  • Increase visibility of Council achievements and service improvements. 
  • Strengthen internal collaboration and build a culture of accountability.

The Action Plan outlines short and medium-term steps with quarterly review mechanisms to ensure progress. A coordinated effort across Customer Service, Engagement, Communications, Infrastructure, and Transformation teams will be critical to our success.  

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